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Curriculum Vitae

informatii personale

 

M 16.06.1987

Permis conducere:  Cat.B, Data obtinerii:31.01.2008

Stagiu militar: nu

obiectiv

 

Oportunitate de angajare in vederea unei colaborari fructuoase.

Salariu: nespecificat

Beneficii: Salariu motivant in functie de cunostinte si performanta

Tip job: Full time

Departament: Vanzari, Turism / Hotel staff, Transport / Distributie, Relatii clienti / Call center

Oras de lucru: Bucuresti, STRAINATATE

Nivel Cariera: Senior-Level (> 5 ani)

Disponibil: oricand

experienta profesionala

 

01.05.2018 - prezent

Departament: it software

Titlu Job: team manager

01.03.2017 - 31.05.2018

Departament: relatii clienti / call center

Titlu Job: team manager

Responsabilitati:

- Monitoring a team of 15 agents
- Monitoring, reporting and analyzing KPI's and SLA's, escalate and initiate corrective actions in case there is a risk the targets are not met
- Periodically evaluating the team members
- Monthly 1-2-1's with all the team members, coaching, counsel and mentoring the teams long-term development plans.
- Holding Interviews

01.08.2015 - 30.11.2016

Departament: relatii clienti / call center

Titlu Job: team leader

Responsabilitati:

• Elaboration of a structured plan with the purpose of dividing the tasks within the Customer Service Country team members;
• Taking responsibility for the correct function, welfare and development of the Customer Service Team;
• Verifies and coordinates the quantity and quality level of the provided work of the Team Leaders .
• Monitoring the used platforms, analyzing the situations and organizing the team according to the daily necessities;
• Reporting the progress (written and verbally, quantitative and qualitative) to the CS H. Op.
• Monitoring a team of 100 agents
• Guiding a team of 4 Team Leaders;
• Periodically evaluating the team members (respecting the evaluation time frame procedures).
• Holding Interviews;
• Identifying the training necessities of the team regarding soft/hard skills and of the collaboration with the HR and Training departments and prepares and implements them;
• Complying with all Report Request coming from the CS head of operations;
• Taking a pro-active role in short term, midterm and long-term resource planning ensuring the right quantity and skills to achieve the set targets.
• Monitoring, reporting and analyzying KPI's and SLA's, escalate and initiate corrective actions in case there is a risk the targets are not met.
• Responsible of monitoring if the employees are following the company guidelines (people guide).
• Monthly Face-to-face evaluations of all team members, coaching, counsel and mentoring the teams long-term development plans.

01.12.2012 - 30.04.2015

Departament: relatii clienti / call center

Titlu Job: team leader

Responsabilitati:

I am currently managing the Customer Service Team for Aol Canada, which has approximately 20 agents and supervisors. We provide customer and technical support in both English and French.

01.12.2011 - 31.12.2012

Departament: relatii clienti / call center

Titlu Job: supervisor

21.06.2010 - 20.12.2011

Departament: relatii clienti / call center

Titlu Job: agent servici clienti

04.08.2008 - 20.06.2009

Departament: transport / distributie

Titlu Job: sofer

studii

 

Facultati:

2008 - 2013 Masterat: la din Bucharest.
2002 - 2006 Liceu / Școală profesională: la din Bucharest.

Premii

Atestat de competente profesionale - competente lingvistice de nivel avansat in limba franceza

aptitudini

 

Limbi straine(Scris,Vorbit,Citit):

engleză(avansat,avansat,avansat)



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